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How to make millions by delivering an exceptional customer experience

 

By Dr. Wilbert R. Mutoko (Ph.D., FHEA)

18th November 2018

 

I am passionate about delivering exceptional customer experience to my clients in everything that I do. Therefore, wherever I go, I easily notice and reward people that deliver exceptional customer experience. By experience, I mean a positively memorable buying occurrence. How about you?

If I were to give you a chance to write a list of ten organizations where you have received exceptional customer experience, how many minutes would you take?

What about if I ask you to write a list of ten organizations where you have received disappointing customer service, how many minutes would you take?

You will agree with me that it is much easier and faster to come up with a list of places where you received ugly customer service than where you received exceptional customer experience.

Now that you desire to receive exceptional customer experience, why is it that you prefer not to give others outstanding customer service?

When I mention exceptional customer experience, I mean going the extra mile to please your customers beyond their imaginations. When you do that, you are assured of an increase in income in the long run. This applies to organizations and individuals alike. As a business, you ensure an increase in profits as you treat customers superbly because customers tend to continue buying products and/or services from the same place where they are treated like kings or queens. Furthermore, people prefer to do business with people whom they trust. As such all of us have the habit of asking friends and mates to refer us to organizations that are excellent.

What it means for firms is that if you offer poor customer service, people out there will circulate the bad news about your bad service. As that happens, you gradually lose the trust of customers. You might be thinking, ‘Who cares! I will get new customers!’ Sadly, research has proven over the years that it is much easier and cheaper to keep current customers than to acquire new ones. Thus, if you keep disappointing and losing existing customers, you will spend more time and/or money on advertisements and trying to convince new customers and to keep them. Worse still, your disappointed existing customers will discourage potential new customers from purchasing your commodities. Eventually, such poor service will result in your firm losing business, having reduced profits and even winding up.

Similarly, giving bad service to customers negatively affects individual employees, managers and business owners alike. When you offer exceptional customer experience,

Four years ago, I went to speak about ‘work ethics at a national conference in Kasane. The conference was centered on ‘increasing workplace productivity’, which is one of my areas of passion. As the plane landed at the Kasane International Airport, the weather was cloudy. In no time, it rained cat and dog. I was well dressed in a navy-blue suit. However, the rain welcomed me in a negative way and cold began to make me uncomfortable. There was no shuttle from my hotel. So, while everyone was being picked by their shuttles, I remained with a few other people. Fortunately, a Good Samaritan passed by driving a vehicle which I did not realize was a shuttle. The driver was a young Motswana woman, Lesedi (not real name) very friendly and respectful. Lesedi offered to give me a lift to my hotel room which was about 18km away. As we proceeded to the hotel, Lesedi gave me her business card and I realized that she was involved in the business of hotel transfers and shuttle services.

When we arrived at the hotel, I asked how much Lesedi’s service was and she told me that she had just helped me out of courtesy because I was stranded in the rain. Therefore, she decided not to charge me for the service. Rather, she preferred that I call her for business in future when I would come back to Kasane. Additionally, Lesedi asked me to refer customers to her company for hospitality transport services. Wow! How many people do you think I have referred to Lesedi over the past four years? Do you think I will ever forget Lesedi’s services? Can you guess which hotel transfer service I use each time I go to do motivational speaking or corporate training or while I am on holiday in Kasane?

Do you wish to increase your income?

Delivering exceptional customer experience is the key.

I wish you the best of every success as you deliver exceptional customer experience.

Dr. Wilbert R. Mutoko (Ph.D., FHEA) is a business doctor, business turnaround strategist, financial advisor, researcher, branding & marketing strategist and senior lecturer for business leadership and entrepreneurship. Dr. Wilbert is the author of four books entitled: 15 Secrets for Personal Financial Success – A Simple Step-by-Step Plan for Financial Freedom | 16 Mistakes Singles Make Volume One – A Guide to Successful Dating & Courtship that leads to Blissful Marriage | What you have is Enough – How to become wildly successful in finance and business starting from where you are now. | Financial Freedom – It’s your turn for financial success |

All the books are available at Exclusive Books (Riverwalk) and Bala Books (Rail Park Mall). Dr. Mutoko writes in his personal capacity. For feedback, you can contact him on email: wilbertmutoko@gmail.com | WhatsApp: +267 71 824 591 |

Disclaimer: The content of this article is for information purposes only and is done as a social responsibility. The author has taken all reasonable steps to ensure that the information within this article is correct and no liability is accepted for any loss arising from reliance on it. The names of people and organizations used in this article are fictitious and for illustrative purposes.

 

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100 BUSINESS OPPORTUNITIES IN BOTSWANA PART 2

3rd October 2018

 

by Dr. Wilbert R. Mutoko (Email: wilbertmutoko@gmail.com)

Ever since I wrote 100 Business Opportunities in Botswana Part 1, I have received several emails and social media comments and questions concerning the opportunities available in Botswana. I count it a privilege to write more about the subject.

Today I focus on opportunities in property. In my opinion, commercial property is oversubscribed at the moment. There are many malls built and others are being built now. However, I am not sure whether Botswana needs more commercial and industrial properties at this juncture. Furthermore, quite a number of shops and offices are vacant.

Therefore, for the sake of this article, I will be writing about business opportunities in residential properties. Over the past decade, there has been an increasing rural-urban migration in Botswana which led to a rise in demand for residential property.

The homes that are in high demand are one-bedroomed and two-bedroomed apartments/houses. To some extent, you will not go wrong with three-bedroomed apartments/houses. However, anything from four-bedroomed and above, which is for the upper middle class and the wealthy, may not be much of a good bet. This is because the number of people in that upper class willing to rent your home may not be many; the majority of people in that band can easily afford to buy homes, hence no need to rent.

If you are considering buying a home or building multi-residential properties, this is the right time. Another area which needs investment is student accomodation. Tertiary students run short of accommodation, hence the high demand for student accommodation. If an investor builds houses for sharing, where students can pay a monthly rental of BWP400 to BWP700 (USD40 to USD70), there is hope for a good return.

There was a crazy boom on the property market for some years until a year or so ago. Before the boom ended, sellers were reaping high rewards from selling homes. However, currently, in Botswana, particularly the main cities Gaborone and Francistown, things have changed. The market is now a buyer’s market. Buyers have higher bargaining power. There are lots of houses being auctioned and generally on sale. Homes are therefore cheaper for the buyers and renters. This could be the right time to buy houses and rent them out and/or keep for resale at an opportune time.

Generally, a rough idea of prices for one-bedroomed to three-bedroomed house ranges from BWP800,000 (USD80, 000) to BWP1, 200, 000 (USD120, 000) depending on the location.

I hope this gives you a hint about the opportunities in Botswana property sector.

If you have any questions, please let me know.

If you know more about Botswana property opportunities, please feel free to share on this platform.

I write as a business person and passionate sharer, not as a property guru. So, please seek professional advice from experts when necessary.

Email: wilbertmutoko@gmail.com

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Touching the lives of Rural children

Are you aware that there are some students failing and/struggling in school because they have no uniform, shoes, equipment or school fees? Do you know that some of the students are intelligent, but they just lack resources?

Are you aware that you are blessed to be a blessing? Do you know that giving is living, and sharing is caring? Are you aware that sometimes it does not have to be a new book, new uniform, new mathematical sets or new computer?

Do you know that the little money and resources that you have could give a rural child a chance to have decent education and change someone’s life forever?

Did you know that some students would have completed school had it not been for illness or death of their parents? Do you know that God is waiting on you and me to extend a hand of compassion?

I can not do much alone. One chases a thousand, but two chase ten thousand. Unity is power.

If this vision touches your heart, please inbox me or email wilbertmutoko@gmail.com

Together we will impact Africa and leave her better than we found her.
Dr. Wilbert R. Mutoko

 

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When no one is willing to help you

Reflections with Dr. Wilbert R. Mutoko

2 April 2018

This morning I was thinking about my journey in personal development, and I remembered how many doors I knocked on at a young age, but most doors refused to open. However, with a dogged determination and a never-give-up attitude, by God’s grace, I have managed to develop myself academically and career-wise. Probably you find yourself in an unfavorable situation. Wait. You are not alone. It is never too late to achieve your dreams.

When I was in high school, at Dewedzo Secondary School in rural Rusape, Manicaland, Zimbabwe; my dear father made it very clear that he could not pay for me to go through A-Level: “As you can see, there are five more children behind you and I do not have enough money to pay school fees for you in A-Level because I will be taking care of the other children,” said my father with a no-turning-back kind of emphasis. I obviously did not receive the sad news well. I was such a hard-working boy. I was so focused on my studies such that I came top of my class almost all the time. Now my dreams of becoming somebody in life were fizzling out because there was no money for A-Level!

My father and mother were very loving and caring parents. I will forever be grateful for their sacrifices to raise my siblings and me in hard circumstances. My dad, Mark Tichaona Mutoko is my hero. MHSRIP. He was a hardworking gentleman, the father that any child would love to grow up under. Unfortunately, he was not that educated, hence his career was low status to low-medium status. But he always outdid himself to take care of the family. I salute my dad in absentia. My mum Irene was not educated. She was such a tough, but loving mum; always working diligently alongside my dad to support the family. Amazing mum! God bless my mum, my heroine (I dedicated my PhD thesis to her and my late dad).

Back to my predicament. Thank goodness! One of my wealthy uncles who was a member of parliament and cabinet minister visited our high school and promised that he was going to pay A-Level school fees in full for three or so students that would come out with flying colors at O-Level. Wow! Knowing that I was one of the best students completing O-Level, I knew that I had just gotten A-Level funding right there. What a relief to me and my parents! Finally help had come! But, wait. Not so fast my friend!

My uncle never lived to his promise. Obviously, my dad relaxed, and did not prepare for my A-Level studies. I found a place at Nyatsime College in Chitungwiza, Zimbabwe to study for A-Level and I enrolled for first year. However, my uncle continued to promise that he would pay fees. I later realized that the uncle never intended to pay fees for me but to get sponsors. The sponsors were taking their time throughout the year with no action.

My face became very familiar at the Parliament House in Harare where I kept following up my uncle to pay school fees, but all in vain.

Friends, poverty and lack are bad. I suffered! Throughout the year I was being chased away from school for not paying fees. At first, we were many students in the category of ‘owing for school fees’. But after some time, all other students managed to get intervention and their school fees were paid. As for me, it was a painful road. I remembered, at one-time visiting Zimbabwe Council of Churches offices where I got a donation of Z$300. I was so relieved (may God bless Zimbabwe Council of Churches), but the money was insufficient to pay for owed fees at that time. I knocked on all the doors of rich people that I knew, relatives and non-relatives alike. But doors were tightly locked. They gave one excuse after the other.

The following year, I heard that my uncle’s sponsors finally cleared my school fees bill for the year that I had studied first year A-Level. But I had moved on.

Have you ever sought help from everyone and no help comes your way? What do you do when no one is willing to assist you?

When I saw that I had completed first year of A-Level in debt, being chased away from school almost every other day; I told my parents that I needed to stop A-Level schooling. My parents were hurt that our uncle had failed to meet his promise, but there was no choice, except for me to stop school.

I then visited my auntie Mavis who stayed in Marondera, in Dombotombo with her family. I related the story to her and her husband. Immediately, the couple agreed to take me in so that I could complete A-Level in Marondera through night school. My hopes were lit again. At least, I had accommodation. But what about school fees? The fees were much less for evening school at Nyameni High School, but was there any sponsor?

I told my dad, who was already overloaded with taking care of rest of family. Thank God, my dad agreed to borrow money and hustle to pay the school fees. However, I needed money for textbooks also. I went to my former teachers at Dewedzo Secondary School. My former teachers were not able to assist me. But a good Samaritan, Mr. Muronda who was not my former teacher offered to fund me for textbooks for the whole year (may God remember his kindness. I am still looking for him to say thank you).

Going to night school with elderly people was not funny. Imagine you are 18 to 19 years old and you attend school with fathers, mothers and grandfathers and grandmothers! Most of them took time to understand concepts, so teachers had to repeat lessons. Some of them did not attend school regularly … There was no choice. I worked extremely hard and I spend most of my time in the government library, until my auntie Mavis got worried that I was reading too much. She would regularly say, “The way you study is too much. You will end up going mad!” But I was seeing a glorious future. I wanted to turn around a rural life of owning only bicycles instead of cars and properties. I wanted to grow and change my life and that of others. So I kept on studying hard, no girl friends, no love affairs. Serious about school.

Thank God for my dad. He worked extra hard and raised the school fees throughout the year and examination fees (I wish he was alive today to see his boy now a MBA and PhD holder making impact on many lives across the world as an Author, Financial Adviser, Leadership Strategist and International Motivational Speaker, Pastor and Business Doctor).

Unfortunately, Satan decided to make my life more miserable during final year A-Level. Satan struck me with a sickness which no one understood. I went with my parents to all kind of doctors – private doctors, public doctors, witch doctors and prophets, plus many churches; but my condition deteriorated, and I stopped going to school from April 1994 until 17 October 1994. Examinations started on 21 October 1994.

Thank God for my cousin Bethrem and his wife Dorcas (now they are pastors. May God remember their love and kindness) who invited me to Mutare to be prayed for by pastors. When I got there, the pastors helped me to understand scriptures and helped me to receive Jesus as my Lord and Savior. They then prayed for me and I was instantly healed. Wow! A new life began, and I went back to Marondera to write exams after I had not been going to school nor studying for months. Thus I was healed on 17 October and I started writing examinations three days later. As expected, I could not score enough points to go to varsity. However, I qualified to go to Mutare Teachers College where I trained as a secondary teacher – Geography and Accounts.

My desire was insatiable. After completing the Diploma in Secondary education funded by the government of Zimbabwe in 1998, I went to teach in the rural areas of Hurungwe. I enrolled for Chartered Institute of Secretaries and Administrators. A journey of taking myself to school began. I am afraid that this is becoming an article too long. To see what else happened, you can visit my profile:

https://www.linkedin.com/in/dr-wilbert-r-mutoko-phd-fhea-00480029/

So, back to you. What is happening to you? Are people refusing to help you? Are you seated at home, not knowing what to to do? Is it that you do not like your current job or business? Are you in a financial mess or relationship mess? Perhaps you need to go back to school. Probably you need to work harder than before. You need to stop blaming government, anyone or any situation. Arise and take your future into your hands.

I wrote this article to encourage you in tough times and to keep focused on what you want to achieve in life. Put your trust in God and be in love with him. It can take time, but do not lose heart. There is a seed of greatness in you. We are waiting for the seed to sprout and grow big. Last of all, after you have made it, remember to help others.

 

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Who are your mentors? Who are you mentoring?

Inspiration with Dr Wilbert R Mutoko

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‘He who cannot be a good follower cannot be a good leader.’ – Aristotle

In my quest to influence others to make a difference and to develop exemplary leaders of repute, leaders in the home, leaders in firms, leaders in government, leaders everywhere, and leaders without positions; I bring you the challenge of mentoring others and you following mentors.

I ask again the question, ‘Who are your mentors? Who are you mentoring?’

If your answers are none and none, may I conclude that you are not yet a true leader? Yes you might be in a leadership position, but not effectively leading. Leaders care about learning from other leaders and they empower others to succeed. Leaders are not just interested in results, but inspiring and developing other people.

Everyone needs mentors. Mentors are people that guide you and speak into your life. They are your models and you are accountable to them. You rarely do any crucial thing without first informing them or asking for advice. One can have mentors for different things – business mentor, financial mentor, marriage mentor, career mentor, academic mentor, spiritual mentor etc. A mentor must have attained success in the area they mentor you in.

In my experience, good mentors are like ladders that help you succeed faster by avoiding mistakes that could cost you dearly. Your mentor’s past mistakes will not happen to you because the mentor’s experience becomes your bridge. Furthermore, guidance from a good mentor is next to no other intervention in life.

I have also learnt that true leaders wish to locate ready mentees who can take over from where they have left. There is no true leader that wants to die before they pass on the relay button to one or more genuine followers that carry forward what they were doing. The biggest challenge however, is that it is not easy to find a humble, ready-to- learn, accountable, patient and persistent follower who will follow all the way.

Let me try to distinguish a mentor from a coach in my own words. A mentor is different from a coach. A coach can be someone who has no personal experience in the area which they assist you, but they know how to teach others to do as expected. That is why some football coaches, for instance, have never played football, but they are good coaches that have acquired knowledge in the area and they know how to teach others to do likewise. While everyone prefers mentors, coaches are also very helpful, whether it’s a financial coach, health coach, business coach etc. Nevertheless, mentors tend to produce more results than coaches due to their own experience. But that is a debatable issue which I leave to you.

One can have paid mentors and in some cases one can get unpaid, voluntary mentors. As they say, there is nothing for free. Free things are cheap. So, you should be willing to pay for quality mentorship. It is not easy to get unpaid mentors in today’s world. But if you are privileged to get one, you must be very grateful, and do everything possible to submit yourself to them, keep them updated, avoid lack of communication, honor them, be of benefit to them in any way possible, avoid being like a tick that just sucks blood from its host and never contributes anything except pain and diseases. A mentor is excited when you follow their example and you in turn mentor others. Failure to mentor others is failure to be a good follower. If others have been kind to you by mentoring you, why would you be so selfish that you mentor no one?

As a mentee, make sure that you humble yourself. Firstly, your mentor does not need you. You are the one that needs a mentor. Your mentor was successful before you came into their lives. So without you, they have more time to concentrate on their lives. So never deceive yourself by thinking that you are doing the mentor a favor by being their mentee. The mentor is actually doing you a favor.

Secondly, after a few mentorship lessons, do not be too quick to think that you are now better than your mentor. Keep humble, keep learning; your mentor is like a deep well that has gathered wisdom over years and in some cases decades. So for you to think that after one year you have already drawn all the wisdom from the mentor is to fool yourself.

Thirdly, as much as possible, get interested in your mentor, what they do and his or her family. Pray for your mentor and family. Offer to tutor mentor’s child, clean their home or office, and do something, especially if you are mentored for free. You cannot afford to keep drawing from the mentor without planting a seed in their life. Honor your mentor, remember their birthday, be there when they have challenges, and be helpful and grateful always.

Fourthly, find someone eager to learn from you and start helping them to take steps towards success. Help them to set and pursue goals. Refer them to books that can change their lives. Link them to people that matter. All of us have something to offer. All of us can mentor someone. For instance, if you are a tertiary student, you can mentor a primary or secondary school student. If you are a successful business person, there is someone out there seeking to become an entrepreneur. Go ahead and mentor them. If you are successful in career, there is someone young in career that needs you. Whether paid or unpaid, you must be mentoring some people out there. Whether online or offline, you must be mentoring some people. Remember, you are blessed to be a blessing (Genesis 12:1-3).

Let us develop and maintain mentor – mentee relationships and take our countries to another level. This ensures transference of leadership skills and competences, as well as passing on the nature of caring and sustained success.

If we are to have great leaders and to enjoy peace and perpetual success in all facets of life – spiritual, business, financial, family, health, academic, and career; we must all be mentored and we must all mentor others.

All the best

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Opportunities

5th February 2018

By Dr Wilbert R. Mutoko

 

Opportunities are not permanent. Therefore, exploit them swiftly.

Opportunities usually come through people that you do not expect. There are people who are unemployed, uneducated, poor or ill today. Many will not be keen to assist such because they can not see the invisible; the great future hidden in those unfortunate people. If you disregard someone and they later become great, you will have missed.

Furthermore, a challenge or crisis can be an opportunity. Seize it.

Being honest, ethical and kind can be an opportunity to be great and favored. Saying ‘NO’ to corruption could present an opportunity for promotion, now or in future.

Opportunities are everywhere. All we need is to be prepared, to open our eyes, and to act swiftly when opportunity knocks.

What opportunities have you missed in the past?

What opportunities came to you as challenges and you exploited them?

What opportunities came to you as people suffering; you helped them expecting nothing in return, and later it benefited you?

What opportunities are ahead of you?

Are you ready for the coming opportunities, whether challenges, people etc?

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